Service Desk Team Manager

Mitie; Wythenshawe; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Employee benefits package

Job summary

Mitie is seeking a proactive Scheduling Manager to lead and develop the Scheduling team, driving operational excellence and outstanding customer experiences at a market-leading facilities management company.

You will coach and manage a high-performing team, ensure strict adherence to service desk processes and SLAs, and use data to drive improvements and customer satisfaction across multiple contracts.

Qualifications

• Experience leading scheduling, planning or service desk teams in fast-paced environments.
• Strong understanding of SLA, KPI, compliance and performance management.
• Experience using Maximo or similar CAFM system.
• Commercial awareness in contract-based facilities management.
• Excellent communication and stakeholder management with a customer-first mindset.

Responsibilities

• Lead, coach and develop the Scheduling team to drive customer service excellence.
• Ensure scheduling activities and task management align with service desk procedures.
• Monitor and analyse performance data to meet or exceed SLAs and KPIs.
• Manage employee performance, attendance, conduct and capability.
• Drive continuous improvement through coaching and team development.

Skills

Scheduling leadership

Service desk experience

SLA/KPI knowledge

Stakeholder management

Communication skills

Tools

Maximo

Job description

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a proactive and customer-focused Scheduling Manager to lead and develop our Scheduling team, ensuring operational excellence, service compliance, and the delivery of outstanding customer experiences.

Role Responsibilities:

• Lead, coach and develop the Scheduling team, creating a high-performance culture focused on customer service excellence.
• Ensure all scheduling activities and task management processes are completed accurately, efficiently, and in line with service desk procedures.
• Monitor and analyse operational performance data to ensure SLAs, KPIs, and service commitments are consistently achieved or exceeded.
• Manage employee performance, attendance, conduct, and capability, taking appropriate action where required.
• Drive continuous improvement initiatives through effective performance management, coaching, and team development.

Required Qualifications:

• Previous experience leading or managing scheduling, planning, or service desk teams within a fast-paced operational environment.
• Strong understanding of SLA, KPI, compliance, and performance management frameworks.
• Experience using Maximo or a similar CAFM (Computer Aided Facilities Management) system.
• Commercial awareness with experience working within a contract-based operational or facilities management environment.
• Excellent communication, organisational, and stakeholder management skills with a customer-first mindset.

What's in it for you?

• The opportunity to lead and shape a key operational team within a market-leading organisation.
• Ongoing development and career progression opportunities.
• A collaborative and supportive working environment focused on continuous improvement.
• The chance to make a direct impact on customer satisfaction and operational performance.
• Access to Mitie's comprehensive employee benefits package.

There's a place for you at Mitie, join us today!